With any new IT service opportunity, questions are a natural part of the process. As you’ve been researching how Acropolis can best serve you, we want you to have quick answers right at your fingertips. Feel free to browse the questions and corresponding answers below.
HeliosVision Network Management
- What devices will HeliosVision monitor?
- Helios Vision Proactive Network Monitoring monitors servers, desktops, routers, firewalls, network printers, or basically any component with an IP address.
- Will HeliosVision only monitor hardware?
- No. HeliosVision will monitor IT services, internet availability, backup software, antivirus software, server applications, etc.
- Can I be notified when HeliosVision detects a problem?
- Yes. The first notification will immediately go to Acropolis to address your issues fast. However, HeliosVision has the ability to notify someone at your organization via email/phone/page to keep you informed of activity.
- Does HeliosVision monitoring catch every instance of downtime for my servers?
- Yes. HeliosVision will catch any instance of downtime associated with the critical network elements of your organization. All alerts will default to our Network Operations Center (NOC).
- Will there ever be a time that we will know about problems before HeliosVision alerts you?
- We have several systems actively monitoring your network at any given time. Obviously, if a server you are connected to experiences trouble while you are working on it, there is a good chance that you will be the first to know something is wrong; however, the NOC will also be notified at that moment and take action accordingly. There are many issues that will be found and corrected before you notice a problem.
- I know that you have engineers at the NOC from 6AM to 6PM, but what happens if HeliosVision reports a problem after these hours?
- The Acropolis Solution is set up to alert our engineers regardless of the hour. Then, based upon the agreement that we have with your organization and the severity of the problem, our engineers will determine if it warrants an emergency service call. Some clients want to be called in the middle of the night, others just want us to handle it, and others say it can wait until first thing the next morning. One of the benefits of an extended hour service desk is that we are in the office before most of our clients -giving us time to provide the proper response.
- I'm reviewing my account through my portal or through my service invoices and I see a service request for "Call Back", am I being charged for phone calls to the service desk?
- NO, you are not charged for phone calls and if you ever suspect that you have been inadvertently charged, please cal your account manager. The reason call back shows up as a service call is that we use a system of tracking calls to make all of our engineers accountable for high level customer service. If you call in and are not connected to an engineer, we put a "call back" in our ticketing system. That way, we can ensure that you are getting the highest level of service while we ensure the highest level of engineer accountability. The only time that you are billed is if we actually work on your issue. This can be remote or of course, on-site.
If you have further questions about anything related to Acropolis and the Information Technology services in the St. Louis area, feel free to contact us.
